Field Service Engineer

To carry out service visits to reported calls throughout the companies’ entire customer base. The successful candidate will establish and promote the attributes of a professional service support operation and adapt and develop service needs in line with changes in manufacturer products and functionality.


  • Respond to customer service requests for the repair of business equipment on contracted and non-contracted terms
  • Carry out fault diagnosis and establish effective repairs through adjustment cleaning or replacement of spare parts
  • Carry out preventative maintenance in accordance with manufacturer guidelines and recommendations from service management
  • Work with colleagues to help overcome new or unusual faults
  • Invoke the call escalation process in a timely manner
  • Inform the customer on the work carried out and gain acceptance to the machines condition and performance following the service work you have completed
  • Carry out the installation of equipment sold by the company and ensure the machine performs to the customers satisfaction
  • Look for opportunities to give the customer guidance and training so they can achieve the best results from the equipment and avoid operator faults
  • Manage an effective car stock of spare parts and consumables
  • Make full and proper use of all resource materials and equipment supplied to you
  • Work to achieve measured performance results, identify below target performance and create action plans to address machine and customer issues
  • Manage your outstanding calls to achieve the maximum daily amount possible by minimising travel and non-productive time. Identify key customers and keep them advised if your response will not achieve the target level
  • Keep customers advised on any ongoing issues such as return to fit parts requirements
  • Constantly review and look to develop your own customer handling skills
  • Maintain your own levels of knowledge and a total understanding of all machines and products promoted and sold by the company
  • Develop a solid working relationship with customers by providing the best possible services and support
  • Attend manufacturer and in house training courses

Person Specification

  • Experience in the office equipment industry
  • Technical skills, with a strong electronic and mechanical background
  • Previous experience working on either Ricoh or HP devices.
  • Strong IT knowledge with the ability to network devices and to set up scanning functions
  • The ability to provide first class customer service with previous customer facing experience.
  • Experience of working in a target driven environment
  • To be smart and presentable at all times

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